Cisco IP Communicator User Guide

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1 Cisco IP Communicator User Guide Version 1.1 Corporate Headquarters Cisco Systems, Inc. 170 West Tasman Drive San Jose, CA USA Tel: NETS (6387) Fax: Customer Order Number: Text Part Number: OL

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3 Contents Getting Started with Cisco IP Communicator 1 What is Cisco IP Communicator? 1 Hardware and Platform Requirements 2 Quick Start Checklist 2 Installing Audio Devices 3 Installing and Launching Cisco IP Communicator 4 Installing Cisco IP Communicator on Your Computer 4 Launching Cisco IP Communicator 5 Using the Audio Tuning Wizard 6 Configuration and Registration Tasks 8 Testing Cisco IP Communicator 9 An Overview of Cisco IP Communicator 10 Cisco IP Communicator Features 10 Using the Cisco IP Communicator Interface 10 Phone Screen Features 14 Call-Handling and Navigation Tips 15 Using Keyboard Shortcuts 15 Using the Right-Click Menu 16 Closing and Minimizing Cisco IP Communicator 17 Understanding Lines vs. Calls 17 Going On-Hook and Off-Hook 18 Using Online Help 18 Understanding Feature Availability 18 Using Cisco IP Communicator to Handle Calls 19 Basic Call Handling 19 Placing a Call 20 Cisco IP Communicator User Guide iii

4 Answering a Call 22 Ending a Call 23 Using Hold and Resume 24 Using Mute 24 Transferring a Connected Call 25 Switching Between Calls 25 Starting or Joining a Standard Conference Call 26 Forwarding Your Calls to Another Number 27 Advanced Call Handling 28 Storing and Retrieving Parked Calls 28 Redirecting a Ringing Call to Cisco IP Communicator 29 Starting or Joining a Meet-Me Conference Call 29 Understanding Shared Lines 30 Adding Yourself to a Shared-Line Call 30 Customizing Cisco IP Communicator Settings 31 An Overview of Settings 31 Adjusting the Volume for a Call 31 Customizing Rings and Message Indicators 32 Customizing the Phone Screen 33 Setting Up Speed Dial Buttons 33 Viewing and Customizing Preferences 34 User Settings 34 Network Settings 36 Audio Settings 38 Understanding Audio Modes 39 Network Audio Settings 42 Advanced Audio Settings 43 Directories Settings 45 Using Headsets and Other Audio Devices 46 Using a Headset 46 Using Your Computer as a Speakerphone 48 Using a USB Handset 49 Removing and Re-Installing Audio Devices 50 iv OL

5 Obtaining Audio Devices 50 Using Voice Messaging, Call Logs, and Directories 51 Using a Voice Message Service 51 Searching Your Call Logs and Directories 52 Using the Quick Search Feature 53 Entering Password Information for Quick Search 53 Accessing Your User Options Web Pages 55 Logging In to the User Options Web Pages 55 Subscribing to Phone Services 56 Troubleshooting Cisco IP Communicator 57 General Troubleshooting Issues 57 Voice Quality Issues 60 Cisco IP Communicator User Guide v

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7 Getting Started with Cisco IP Communicator These sections give you the basic information you need to start using your new CiscoIPCommunicator. What is Cisco IP Communicator?, page 1 Hardware and Platform Requirements, page 2 Quick Start Checklist, page 2 Installing Audio Devices, page 3 Installing and Launching Cisco IP Communicator, page 4 Using the Audio Tuning Wizard, page 6 Configuration and Registration Tasks, page 8 Testing Cisco IP Communicator, page 9 What is Cisco IP Communicator? Cisco IP Communicator is a desktop application that turns your computer into a full-featured Cisco IP Phone, allowing you to place, receive, and otherwise handle calls. If you install Cisco IP Communicator on a laptop or portable computer, you can use Cisco IP Communicator (and all of your phone services and settings) from any location where you can connect to the corporate network. For example, if you are on a business trip you can use Cisco IP Communicator to receive calls and check voice messages while online. Or, if you are working from home, co-workers can reach you by dialing your work number. To get started installing and using Cisco IP Communicator, see the Quick Start Checklist section on page 2. For an introduction to Cisco IP Communicator features, see the An Overview of Cisco IP Communicator section on page 10. Cisco IP Communicator User Guide 1

8 Hardware and Platform Requirements To use Cisco IP Communicator, you need a computer with a sound card and/or USB audio device. The table that follows shows the minimum and recommended requirements for the computer and operating system on which Cisco IP Communicator runs. Providing a faster CPU and additional RAM (recommended configuration) allows Cisco IP Communicator to be more responsive and launch faster. Requirements Operating System Minimum CPU Minimum Configuration Recommended Configuration Windows 2000 Professional with service pack 3.0 or later Windows XP Professional with service pack 1.0 or later Windows 2000 Professional with service pack 3.0 or later Windows XP Professional with service pack 1.0 or later 450 MHz Pentium III or equivalent 733 MHz Pentium III or equivalent Minimum RAM Screen Resolution 128 MB 800 x MB x 768 In addition to requirements outlined in the table above, Cisco IP Communicator requires the following: A minimum of 100 MB free disk space A non-isa full-duplex sound card or USB audio headset or handset A 10/100 Mbit Ethernet network interface card SVGA video card To get started installing and using Cisco IP Communicator, see the Quick Start Checklist section on page 2. Quick Start Checklist Follow the checklist below to get Cisco IP Communicator set up on your desktop so that you can start making calls. The checklist provides pointers to sections in this User Guide where you can find details. Quick Start task For more information, see Install any sound cards or USB audio devices that Installing Audio Devices, page 3 you want to use, including a USB headset or handset. 2. Install the Cisco IP Communicator application. Installing Cisco IP Communicator on Your Computer, page 4 3. Launch Cisco IP Communicator. Launching Cisco IP Communicator, page 5 2 OL

9 Getting Started with Cisco IP Communicator Quick Start task 4. Use the Audio Tuning Wizard to select audio modes and tune audio devices. 5. Accomplish network configuration or registration steps required by your system administrator. For more information, see... Using the Audio Tuning Wizard, page 6 Understanding Audio Modes, page 39 Configuration and Registration Tasks, page 8 6. Place test calls. Testing Cisco IP Communicator, page 9 Installing Audio Devices You can install audio devices any time, but the ideal time to do this is before you install and launch Cisco IP Communicator. What kind of audio devices can I use? You can use several audio devices with Cisco IP Communicator. The table below provides an overview. If you want a list of specific brand-name audio devices that you can use with Cisco IP Communicator, ask your system administrator. Audio device Description Notes USB devices: a USB handset a USB headset USB devices require device driver software and have rectangular plugs. Follow the device manufacturer s instructions to install USB devices. If prompted, complete the Microsoft Windows Found New Hardware Wizard. External analog devices: an analog headset external speakers or microphones Internal audio devices: built-in microphone built-in speakers Analog audio devices do not require software. They work as extensions of your computer s sound card. These audio devices are internal to your computer and work with your computer s sound card. Plug analog devices into audio jacks on your computer. Cisco IP Communicator recognizes analog devices as extensions of your sound card; choose your sound card when you want to modify or view settings for analog devices. Internal audio devices only work when you do not have external audio devices plugged into the audio jacks on your computer; otherwise, sound will be routed to the external devices. Cisco IP Communicator User Guide 3

10 Note If you install or insert an audio device that requires a driver (a USB handset, USB headset, or sound card) after launching Cisco IP Communicator, you will need to close and relaunch the application before Cisco IP Communicator will recognize the device. The next step After installing audio devices, you are ready to install and launch Cisco IP Communicator. The Audio Tuning Wizard will recognize your installed audio devices and give you the opportunity to select and tune them. See the Installing and Launching Cisco IP Communicator section on page 4. Related topics Using Headsets and Other Audio Devices, page 46 Removing and Re-Installing Audio Devices, page 50 Installing and Launching Cisco IP Communicator This section covers these topics: Installing Cisco IP Communicator on Your Computer, page 4 Launching Cisco IP Communicator, page 5 Installing Cisco IP Communicator on Your Computer Your system administrator will provide you with an executable file or an installation link. Follow the procedure below to install the Cisco IP Communicator software on your computer. Note If you use a laptop computer, be sure that you are not connected to a docking station when launching Cisco IP Communicator for the first time after installation. Procedure Step 1 Step 2 Step 3 Step 4 Open CiscoIPCommunicatorSetup.exe by double-clicking on this file or on the installation link provided by your system administrator. The InstallShield wizard opens and begins preparing for installation. When prompted, click Next to initiate the InstallShield wizard. Read the license agreement carefully, then click I accept and Next. Enter data in the Customer Information window and click Next. If you think other people need to use Cisco IP Communicator on this computer, select yes. 4 OL

11 Getting Started with Cisco IP Communicator Step 5 Step 6 In the Ready to Install window, click Install. Installation might take a few minutes. If you want to launch Cisco IP Communicator now, click the Launch the program check box and click Finish. (In some cases, you will be prompted to reboot at this point and will not see the Launch the program check box.) The next step See the Launching Cisco IP Communicator section on page 5. Launching Cisco IP Communicator Note If you use a laptop computer, be sure that you are not connected to a docking station when launching Cisco IP Communicator for the first time after installation. If you clicked the Launch the program check box as a final step in installation, Cisco IP Communicator will automatically launch. To launch manually, choose Start > Programs > Cisco IP Communicator, or double-click the Cisco IP Communicator desktop shortcut. The first time that you launch Cisco IP Communicator, the Audio Tuning Wizard opens. On subsequent launches, you might be prompted to use the Audio Tuning Wizard to revert to previous volume settings. See the Using the Audio Tuning Wizard section on page 6. Accepting updates Additionally, you might be prompted upon launching to accept an AutoUpdate software installation. You can accept or decline. In general, you should accept AutoUpdate prompts as soon as possible in order to maintain the latest version of the product on your computer. However, if you are using Cisco IP Communicator over a remote connection, you might choose to postpone running AutoUpdate until you are connected locally. (For example, if you are working from home, you might wait until you return to the office.) AutoUpdate might take longer to complete over a remote connection. The next step After installing and launching Cisco IP Communicator, the next step is to select and tune audio devices. See the Using the Audio Tuning Wizard section on page 6. Cisco IP Communicator User Guide 5

12 Using the Audio Tuning Wizard The Audio Tuning Wizard guides you through the process of selecting and tuning installed audio devices. Selecting means assigning an audio device to one or more audio modes and/or to the ringer. See the Understanding Audio Modes section on page 39 for more information about audio modes. Tuning involves testing and, if necessary, modifying the speaker and microphone volume for each selected device. The Audio Tuning Wizard appears automatically the first time that you launch Cisco IP Communicator after installation. Or you can access it manually from the right-click menu as needed on subsequent launches. The table below provides more information about the Audio Tuning Wizard and other audio setting options. If you... Then... Notes Just installed CiscoIPCommunicator and need to use the Audio Tuning Wizard for the first time See the Check Audio Settings window on a subsequent launch after installing Want to change the volume for a call Tune each audio device when the Audio Tuning Wizard appears. The Audio Tuning Wizard gives you the opportunity to select audio devices for audio modes. For more information about making these selections, see the Understanding Audio Modes section on page 39. Choose one of these buttons: Revert to reinstate previous settings for this audio device Tune to re-tune this device Cancel to maintain modified settings (for example, to keep the sound card muted) If your audio settings have been working properly, choose Revert. Click on the Cisco IP Communicator interface. To save your settings, click Save. Tuning a device is a different task from changing the volume setting for a call. Ideally, you will tune each device only once and re-tune only if you encounter voice quality issues. The Check Audio Settings window appears on subsequent launches if you modified (or muted) the volume for a device since you last tuned it. For example, if you muted your computer s sound card or changed the volume controls on a USB handset or USB headset. This is the best way to change volume settings on a per-call basis. See the Adjusting the Volume for a Call section on page 31 for details. 6 OL

13 Getting Started with Cisco IP Communicator If you... Then... Notes Want to re-tune an audio device to address voice quality issues Want to change your audio mode selections without re-tuning audio devices Access the Audio Tuning Wizard manually. To do so, right-click on CiscoIPCommunicator, or choose Start > Programs > Cisco IP Communicator > Audio Tuning Wizard. Right-click on Cisco IP Communicator and choose Preferences> Audio. See the Voice Quality Issues section on page 60 for help with troubleshooting. For more information about changing audio mode selections, see the Understanding Audio Modes section on page 39. Note Before you use the Audio Tuning Wizard to tune an audio device that has its own volume adjustor, such as a headset with inline volume controls, increase the device s volume level to the highest setting. The next step If you are completing the Quick Start Checklist and have finished using the Audio Tuning Wizard, the next step is to perform any necessary configuration tasks required before you begin using Cisco IP Communicator to make calls. See the Configuration and Registration Tasks section on page 8. Cisco IP Communicator User Guide 7

14 Configuration and Registration Tasks After you have installed the Cisco IP Communicator application, completed the Audio Tuning Wizard, and can see the Cisco IP Communicator interface on your desktop, you may need to complete one or more of the configuration and registration tasks listed below before you can start making calls. Note The following tasks vary by company and phone system; your system administrator will give you specific instructions. Do not perform these tasks unless instructed to do so. Choosing a network adapter Cisco IP Communicator relies on your network adapter selection to identify itself to the network; the correct network adapter must be selected for Cisco IP Communicator to function properly. To select a network adapter, right-click on the Cisco IP Communicator interface, then choose Preferences > Network > Device Name, and choose a network adapter from the Network Adapter drop-down menu. Your system administrator will tell you which network adapter to choose. In general, you should choose the adapter that is most likely to provide permanent connectivity or the adapter that is always enabled even if it is not plugged in. Avoid choosing a wireless card. Note This setting is used for network identification, not audio transmission. You do not need to change this setting once it is established unless you are permanently removing or disabling the selected network adapter. In this case, coordinate with your system administrator before selecting a new adapter. Locating a device name To view the device name of your selected network adapter, right-click on the Cisco IP Communicator interface, then choose Preferences > Network > Device Name. Note the device name and send it to your system administrator, if requested. Specifying a TFTP server Your system administrator might ask you to specify one or two TFTP server addresses in the Cisco IP Communicator interface. To do this, right-click on the interface, then choose Preferences > Network > Use these TFTP servers, and enter a TFTP address in the field. Your system administrator will tell you if you need to perform this task. Registering with TAPS After you install and launch Cisco IP Communicator, you might need to auto-register using TAPS (the Tool for Auto-Registered Phones Support). 8 OL

15 Getting Started with Cisco IP Communicator To register with TAPS, use Cisco IP Communicator to dial the TAPS extension provided by your system administrator and follow the voice prompts. You might need to enter your entire extension, including the area code. After Cisco IP Communicator displays a confirmation message, you can end the call. Cisco IP Communicator will re-start. The next step The next step is to make sure Cisco IP Communicator is ready for use. See the Testing Cisco IP Communicator section on page 9. Testing Cisco IP Communicator If you are following the Quick Start Checklist section on page 2 and have performed the configuration and registration tasks required by your system administrator, Cisco IP Communicator is ready to test. Make sure that you can see your extension number and hear a dial tone after going off-hook. If you cannot see your extension number or hear a dial tone, ask your system administrator for help. There may be further steps that your system administrator requires of you. Otherwise, place a few test phone calls and ask other parties how your voice sounds. Read the sections below for more information. If you need to adjust the volume Start by adjusting the audio mode volume on the Cisco IP Communicator interface. Click or press the Page Up/Page Down keys on your keyboard. For more information, see the Adjusting the Volume for a Call section on page 31. If you experience voice quality problems, see the Troubleshooting Cisco IP Communicator section on page 57. If you are using a remote connection If you are using Cisco IP Communicator over a remote connection (for example, on a VPN connection from home or a hotel), enable the Optimize for low bandwidth feature. To do so, right-click on the Cisco IP Communicator interface and choose Preferences > Audio. After optimizing for low bandwidth, call someone and ask how your voice sounds. If you or the other party sound muffled or unnatural, try applying audio filters during the call. Audio filters can improve sound quality when low bandwidth is enabled. For information about applying audio filters, see the Advanced Audio Settings section on page 43. The next step Now that you have set up and tested your new phone, you might want to learn more about the features and services that it offers. See the An Overview of Cisco IP Communicator section on page 10. Cisco IP Communicator User Guide 9

16 An Overview of Cisco IP Communicator These sections provide an overview of Cisco IP Communicator: Cisco IP Communicator Features, page 10 Using the Cisco IP Communicator Interface, page 10 Call-Handling and Navigation Tips, page 15 Cisco IP Communicator Features Cisco IP Communicator functions much like a traditional telephone, allowing you to place and receive phone calls, put calls on hold, speed dial numbers, transfer calls, and so on. Cisco IP Communicator also supports special telephony features (such as Call Park and Meet-Me conferencing) that can extend and customize your call-handling capabilities. In addition to call-handling features, Cisco IP Communicator supports: An Audio Tuning Wizard Quick Search directory dialing Easy access to your User Options web pages and phone services A comprehensive online help system An optional skin to change the look of Cisco IP Communicator For an overview of Cisco IP Communicator components, see the Using the Cisco IP Communicator Interface section on page 10. Using the Cisco IP Communicator Interface Use your mouse to click buttons and menu items and your computer keyboard to enter letters, numbers, and keyboard shortcuts. Cisco IP Communicator comes with two desktop appearances called skins: Figure 1 shows Cisco IP Communicator with an optional skin selected (Mercurio.xml) Figure 2 shows Cisco IP Communicator with the default skin selected (Default.xml) Table 1 identifies buttons and other components shared by both skins. 10 OL

17 An Overview of Cisco IP Communicator Figure 1 Cisco IP Communicator with an optional skin selected Figure 2 Cisco IP Communicator with the default skin selected pt Cisco IP Communicator User Guide 11

18 Table 1 Buttons and other components, as illustrated in Figure 2 1 Phone screen Allows you to view call status and feature menus, and activate items. See the Phone Screen Features section on page 14 for details. 2 Minimize and close icons 3 Line buttons and speed dial buttons Allows you to hide the Cisco IP Communicator interface or quit the application. See the Understanding Feature Availability section on page 18. Each button opens/closes a line or speed dials a number. (Ctrl + numbers 1-8 are keyboard shortcuts). Line buttons indicate line status as follows: Green, steady Active call on this line (off-hook) Green, blinking Call on hold on this line Orange, blinking Incoming call ringing on this line Red Shared line, currently in use No color No call activity on this line (on hook) You can convert extra line buttons into speed-dial buttons. See the Setting Up Speed Dial Buttons section on page Messages button Typically auto-dials your voice message service (varies by service). (Ctrl + M is the keyboard shortcut.) For more information, see item 16 in this table and the Using Voice Messaging, Call Logs, and Directories section on page Directories button Opens/closes the Directories menu. Use it to view and dial from call logs and a corporate directory. (Ctrl + D is the keyboard shortcut.) Alternately, you can use the Quick Search feature (Alt + K) to search directories. See Using Voice Messaging, Call Logs, and Directories section on page Help button Activates the Help menu. (Ctrl + I is the keyboard shortcut.) See the Using Online Help section on page Settings button Opens/closes the Settings menu. Use it to control phone screen appearance and ring sounds. (Ctrl + S is the keyboard shortcut.) See the Customizing Cisco IP Communicator Settings section on page Services Button Opens/closes the Services menu. (Ctrl + V is the keyboard shortcut.) See the Accessing Your User Options Web Pages section on page Volume button Controls audio mode volume and other settings. (Page up/page down are keyboard shortcuts). See Customizing Cisco IP Communicator Settings section on page Speaker button Toggles speakerphone mode on or off. (Ctrl + P is the keyboard shortcut.) See the Using Headsets and Other Audio Devices section on page OL

19 An Overview of Cisco IP Communicator Table 1 Buttons and other components, as illustrated in Figure 2 11 Mute button Toggles the Mute feature on or off. (Ctrl + T is the keyboard shortcut.) See the Using Mute section on page Headset button Toggles headset mode on or off. (Ctrl + H is the keyboard shortcut.) See the Using Headsets and Other Audio Devices section on page Navigation button Allows you to scroll through menus and highlight items. (Not available on the optional skin.) Alternately, use the arrow keys on your computer. 14 Keypad Allows you to enter numbers and letters, and choose menu items. (Not available on the optional skin.) Alternately, use your computer keyboard. 15 Softkey buttons Each activates a softkey. You can click softkey labels (instead of buttons) to activate softkeys, as well. (F2 - F6 are the keyboard shortcuts.) See the Using Cisco IP Communicator to Handle Calls section on page Voice message and ring indicator Indicates an incoming call and new voice message. If you are using the optional skin, the message waiting indicator is the Cisco IP Communicator icon in the left corner of the interface (as shown). See the Using Voice Messaging, Call Logs, and Directories section on page 51. Tips You can right-click on the Cisco IP Communicator interface to view and configure settings, choose skins, and enable screen-only mode. See the Using the Right-Click Menu section on page 16. The default skin (Figure 2) and the optional skin (Figure 1) use the same set of button icons. However, button shapes and locations may differ by skin. For a complete list of shortcuts, see the Using Keyboard Shortcuts section on page 15. See the Phone Screen Features section on page 14 for information about how calls and lines are displayed on the Cisco IP Communicator phone screen. Cisco IP Communicator User Guide 13

20 Phone Screen Features This is what your Cisco IP Communicator phone screen might look like with a call active and several feature menus open. You can click screen items to select or activate them. 1 Primary line Displays your primary extension number and the time and date. If several tabs are open, the time and date alternate with the extension number. 2 Line area Displays your extension number(s). Each extension represents a phone line and corresponds to a (line button). 3 Speed dial area Displays speed dial labels. Each label corresponds to a speed dial button. See the Setting Up Speed Dial Buttons section on page Softkey labels Each displays a softkey function. Activate a softkey by clicking the softkey label or the button below the label. 5 Status line Displays status information and user prompts. 6 Call activity area Displays currently active calls, including caller ID, call duration, and call-state icons. You can click an active call to select it. 7 Phone tab Appears when there is call activity. Click this tab to return to the call activity area from another screen. 8 Feature tabs Each indicates an open feature menu. Feature tabs appear after you open a feature by clicking the corresponding feature button:,,,, or. Related topics Using the Cisco IP Communicator Interface, page 10 Call-Handling and Navigation Tips, page OL

21 An Overview of Cisco IP Communicator Call-Handling and Navigation Tips These sections provide guidelines to help you handle calls and navigate the Cisco IP Communicator interface: Using Keyboard Shortcuts, page 15 Using the Right-Click Menu, page 16 Closing and Minimizing Cisco IP Communicator, page 17 Understanding Lines vs. Calls, page 17 Going On-Hook and Off-Hook, page 18 Using Online Help, page 18 Understanding Feature Availability, page 18 Using Keyboard Shortcuts Keyboard shortcut Function Ctrl + D Opens/closes the Directories menu Ctrl + S Opens/closes the Settings menu Ctrl + V Opens/closes the Services menu Ctrl + M Opens the voice message system Ctrl + I Opens/closes the online help system Ctrl + H Toggles headset mode on/off Ctrl + P Toggles speakerphone mode on/off Ctrl + T Toggles the Mute feature on/off Ctrl + (number keys 1 through 8) Opens/closes line buttons or speed dial buttons 1-8 Alt + S Opens the Preferences dialog box Alt + K Opens the Quick Search directory feature Alt + X Exits Cisco IP Communicator Alt + F4 Closes Cisco IP Communicator Page up Increases volume for the current audio mode Page down Decreases volume for the current audio mode F2 - F6 Activates softkeys 1-5 / (with NumLk function enabled) Activates the # key Cisco IP Communicator User Guide 15

22 Using the Right-Click Menu Right-click on any part of the Cisco IP Communicator interface to access these menu items. Item Skins Screen Only Always on top Audio Tuning Wizard Quick Search Cisco User Options User Guide Preferences... About CiscoIPCommunicator Exit Description Allows you to change the look of the interface. Cisco IP Communicator comes with two skins: the default skin (right-click > Skins > Default.xml) and an optional skin (right-click > Skins > Mercurio.xml). Figure 2 and Figure 1 show illustrations of the skins. Toggles screen-only view on and off. Keyboard shortcuts are particularly useful if you are using Cisco IP Communicator in screen-only view. See the Using Keyboard Shortcuts section on page 15. Toggles this feature on and off. When enabled, this feature keeps the Cisco IP Communicator interface visible on your desktop, even if other applications are active. (You can still minimize the interface.) See the Understanding Feature Availability section on page 18. Launches the Audio Tuning Wizard, a tool that helps you select and tune audio devices. See the Using the Audio Tuning Wizard section on page 6 and the Troubleshooting Cisco IP Communicator section on page 57. Opens the Quick Search dialog box. (The keyboard shortcut for this dialog box is Alt + K.) Quick Search allows you to search one or more directories with a single search command. See the Using the Quick Search Feature section on page 53. Opens the Cisco IP Phone User Options web page where you can configure features, settings, and IP phone services including Speed Dial buttons. See the Setting Up Speed Dial Buttons section on page 33 and Accessing Your User Options Web Pages section on page 55. Provides a link to a PDF version of the Cisco IP Communicator User Guide. Opens the Preferences dialog box, which includes User, Network, Audio, and Directories windows. See the Viewing and Customizing Preferences section on page 34. (The keyboard shortcut for accessing Preferences is Alt + S.) Displays Cisco IP Communicator software version information. Allows you to quit the Cisco IP Communicator interface. 16 OL

23 An Overview of Cisco IP Communicator Closing and Minimizing Cisco IP Communicator If you want to... Minimize the interface Hide the interface Retrieve the interface Quit Then... Do one of the following: Click the minimize icon in the top right corner of the interface Click the Cisco IP Communicator taskbar button one or more times Right-click the system tray icon and choose Hide. This removes the Cisco IP Communicator icon from your taskbar but does not close the application. Do one of the following: Double-click the system tray icon Click the button icon in the task bar Do one of the following: Click the close icon in the top right corner of the interface Choose Exit from the right-click menu Right-click the system tray icon and choose Exit Tips If you receive a new call when the Cisco IP Communicator interface is hidden or minimized, the interface will be retrieved automatically and appear on the foreground of your desktop. If you want the Cisco IP Communicator interface to remain visible on your desktop even if you have other applications active, choose Always on top from the right-click menu. (You can still choose to minimize the interface with the Always on top feature selected.) Understanding Lines vs. Calls It is sometimes easy to confuse lines and calls. Use these tips to avoid confusion: Lines Lines support calls. To see how many lines you have, look at the line area of your phone screen. You have as many lines as you have extension numbers. You might have just one line. Calls Each line supports two calls. (That is why you might find yourself handling two calls, even though you have only one line on your phone.) Note Only one call can be active at any given time. Other connected calls must be on hold. See the Using Hold and Resume section on page 24. Cisco IP Communicator User Guide 17

24 Going On-Hook and Off-Hook Some call-handling tasks and instructions differ depending on whether Cisco IP Communicator is on-hook or off-hook. On-Hook No calls are active, and you do not have an active dial tone. Cisco IP Communicator provides on-hook dialing, which allows you to enter or choose phone numbers before activating a dial tone. Off-Hook The handset is enabled, the speakerphone or headset is active, or any of several other methods are used to get a dial tone or to answer an incoming call. Using Online Help Cisco IP Communicator provides a convenient online help system. Help topics appear on the phone screen. See the table below for details. If you want to... Then... View the main menu Click on your phone (or Ctrl + I on your keyboard) and wait several seconds for the menu to display. If you are already in Help, click Main. Learn about a button Click, then quickly click a button or softkey. or softkey Learn about a menu Click, then quickly click the menu item. item Or, click twice quickly with the menu item highlighted. Get help using Help Click and choose Help from the Main Menu. Understanding Feature Availability Your company s phone support team determines which features and services are available to you and how they will be configured. Therefore, some of the features included in this User Guide might not be available to you or might work differently on your phone system. Contact your support desk or system administrator if you have questions about feature availability. 18 OL

25 Using Cisco IP Communicator to Handle Calls Using Cisco IP Communicator to Handle Calls These sections describe how to handle calls using Cisco IP Communicator: Basic Call Handling, page 19 Advanced Call Handling, page 28 Basic Call Handling This section covers basic call-handling tasks such as placing, answering, and transferring calls. The features required to perform these tasks are standard and available on most phone systems. This section contains the following topics: Placing a Call, page 20 Answering a Call, page 22 Ending a Call, page 23 Using Hold and Resume, page 24 Using Mute, page 24 Transferring a Connected Call, page 25 Switching Between Calls, page 25 Starting or Joining a Standard Conference Call, page 26 Forwarding Your Calls to Another Number, page 27 Tip For more information about placing, receiving, and ending calls while using a handset, speakerphone, or headset, see the Using Headsets and Other Audio Devices section on page 46. Cisco IP Communicator User Guide 19

26 Placing a Call To place a call, use one of several options to go off-hook before or after dialing a number. If you want to... Dial on-hook (before invoking a dial tone) Dial off-hook (after invoking a dial tone) Redial a number Then... Enter a phone number and go off-hook by using one of these methods: Click the number that you have just entered Click or Click Dial Click (a line button) Lift the handset (if available) or Begin entering a phone number. The AutoDial feature might pop up to display matching phone numbers, if available, from your Placed Calls log. Click a matching number to dial it. Click NewCall,,, or (a line button), then enter a number. Click Redial to dial the most recently dialed number. Or, click the Navigation button (or the up/down arrow keys on your computer keyboard) while on-hook to access your Placed Calls log. Click a number to dial it. Speed dial a number Click (a speed dial button). See the Setting Up Speed Dial Buttons section on page 33. Dial from a call log Click > Missed Calls, Received Calls, or Placed Calls. To access Placed Calls only, you can click the Navigation button (or the up/down arrow keys on your computer keyboard) while on-hook. To dial a number in any call log, click it. If you need to edit the number first, scroll to the number and click EditDial. Dial from a corporate directory Dial from a Personal Address Book (PAB) entry Right-click on Cisco IP Communicator to access Quick Search. Alternately, choose > Corporate Directory (exact name can vary). For more information, see the Using Voice Messaging, Call Logs, and Directories section on page 51. Choose > PAB service (exact name might vary). (Depending on configuration, you might be able to use Quick Search, as well. See the Using the Quick Search Feature section on page 53.) Before you can use the PAB service, you must subscribe to it. For help, see the Accessing Your User Options Web Pages section on page OL

27 Using Cisco IP Communicator to Handle Calls If you want to... Place a call when another call is active Receive notification when a busy or ringing extension becomes available Click Hold. Next, click New Call. Then dial, redial, or speed dial a number. To return to the held call, click resume. Call the number and click CallBack while listening to the busy tone or ring sound. Hang up. When the extension becomes available, Cisco IP Communicator will provide an audio and visual alert. (The call back to this number is not automatic; you must place the call.) CallBack is a special feature that your system administrator might configure for you. Dial on a secondary line Before or after entering a number, click. Dial using a Fast Dial choose > Fast Dials (exact name might vary). To dial from a listing, code click it, or scroll to it and go off-hook. For help subscribing to the Fast Dial service, see the Accessing Your User Options Web Pages section on page 55. Dial using headset mode Dial using speakerphone mode Dial using handset mode Then... Do one of the following: If is unlit, click it before or after dialing, re-dialing, or speed-dialing a number. If is lit, click New Call, Redial, a speed dial button, or (a line button). If necessary, enter a phone number. For more information, see the Using a Headset section on page 46. First make sure that an analog headset is not plugged in to the audio jacks on your computer. Click New Call or and enter a phone number. Or, use another method to place the call, then click to switch over to speakerphone mode. Many of the actions you take to dial a number will automatically trigger speakerphone mode. For more information, see the Using Your Computer as a Speakerphone section on page 48. Lift or otherwise enable the handset before or after dialing, re-dialing, or speed-dialing a number. See the Using a USB Handset section on page 49. Tips To add a prefix to a number in one of your call logs, scroll to the number and click EditDial. If you are dialing without a dial tone, you cannot use * or # as the leading digit. If you need to use these digits, go off-hook to invoke a dial tone, then dial. Related topics Answering a Call, page 22 Ending a Call, page 23 Cisco IP Communicator User Guide 21

28 Answering a Call To answer a call, go-off hook. See the table below for details. If you want to... Then... Answer with a headset Click, if unlit. Or, if is already lit, click Answer or (a flashing line button). For more information, see the Using a Headset section on page 46. Answer with the speakerphone Click, Answer, or. See the Using Your Computer as a Speakerphone section on page 48. Answer with a handset Lift (or otherwise enable) the handset. See the Using a USB Handset section on page 49. Switch from a connected call to answer a ringing call Set up CiscoIPCommunicator to automatically connect an incoming call after a ring or two Retrieve, or allow someone else to retrieve, a held call on another phone (such as a phone in a conference room) Use your line to answer a call that is ringing on another phone Click Answer or. Doing so answers the new call and automatically places the first call on hold. See the Using Hold and Resume section on page 24 for more information. Ask your system administrator to set up the AutoAnswer feature for one or more of your lines. You can use AutoAnswer with either speakerphone mode or headset mode. For more information, see the Using Headsets and Other Audio Devices section on page 46. Use Call Park. See the Storing and Retrieving Parked Calls section on page 28. Use Call Pickup. See the Redirecting a Ringing Call to Cisco IP Communicator section on page 29. Related topics Using Hold and Resume, page 24 Transferring a Connected Call, page 25 Switching Between Calls, page OL

29 Using Cisco IP Communicator to Handle Calls Ending a Call To end a call, hang up. See the table below for details. If you want to... Then... Hang up while using the handset Disable the handset or click EndCall. See the Using a USB Handset section on page 49. Hang up while using the headset Click, if lit. If you want headset mode to remain active, keep the button lit by clicking EndCall. See the Using a Headset section on page 46. Hang up while using the Click or EndCall. See the Using Your Computer as a speakerphone Speakerphone section on page 48. Hang up one call but preserve another call on the same line Click EndCall. If necessary, first click Resume to remove the call from hold. Tip You need to keep headset mode activated if you want to use AutoAnswer with your headset. (First, your system administrator must configure AutoAnswer for you.) If you use a headset but do not use AutoAnswer, you might still prefer to keep headset mode activated. For more information, see the Using Headsets and Other Audio Devices section on page 46. Related topics Placing a Call, page 20 Answering a Call, page 22 Transferring a Connected Call, page 25 Cisco IP Communicator User Guide 23

30 Using Hold and Resume Only one call can be active at any given time; all other remaining connected calls must be placed on hold. You cannot continue, end, transfer, or otherwise handle a call while it is on hold. If you... Want to put a call on hold Want to remove a call from hold Have multiple calls on multiple lines on hold Then... Make sure the call you want to put on hold is selected and click Hold. Make sure the call you want to remove from hold is selected and click Resume or (a blinking line button). Click (a blinking line button). If necessary, make sure the call you want to remove from hold is selected and click Resume. Tips Engaging the Hold feature typically generates music or a beeping tone. For this reason, avoid putting a conference call on hold. In situations where there are multiple calls on a single line, the active call always appears at the top of your screen; the held call appears below. Using Mute Mute disables the audio input for your audio devices, such as a headset, speakerphone, or microphone. With Mute enabled, you can hear other parties on a call but they cannot hear you. If you want to... Then... Toggle Mute on Click. Toggle Mute off Click. Note If you launch Cisco IP Communicator while your audio device or computer is muted, the Check Audio Settings window might appear to ask you if you want to Revert, Tune, or Cancel your audio settings. If your audio settings have been working properly, choose Revert. If you want to view or change them, choose Tune. If you want to keep the device muted, choose Cancel. 24 OL

31 Using Cisco IP Communicator to Handle Calls Transferring a Connected Call Transfer redirects a connected call. The target is the number to which you want to transfer the call. If you want to... Transfer a call without talking to the transfer recipient Talk to the transfer recipient before transferring a call ( consult transfer ) Then... During a connected call, click Transfer and enter the target number. When you hear the call ringing, click Transfer again. During a connected call, click Transfer and enter the target number. Wait for the transfer recipient to answer. If the recipient accepts the transferred call, click Transfer again. If the recipient refuses the call, click Resume to return to the original call. Tips You cannot transfer a call that it is on hold. Click Resume to take a selected call off of hold, then transfer it. Similarly, you cannot transfer a call even if it is not on hold when there is another call on the same line on hold. Resume and end one call before transferring the other call. Switching Between Calls You can switch between connected calls on one or more lines. If the call you want to switch to is not automatically selected (highlighted), click the call appearance on your phone screen. If you want to... Switch between connected calls on one line Switch between connected calls on different lines Switch from a connected call to answer a ringing call Display an overview of active calls Then... Select the call you are switching to and click Resume. Click the appropriate (blinking line button) for the line (and call) you are switching to. If necessary, select the call and click Resume. Click Answer or (a flashing line button). Doing so answers the new call and places the first call on hold automatically. Click while a call is active to return to the main background screen, hiding the active call information. This gives you an overview of all active calls on each of your lines. Click again to return to the original view. Cisco IP Communicator User Guide 25

32 Tips Only one call can be active at any given time; other connected calls will be placed on hold automatically. In situations where there are multiple calls on a single line, the active call always appears at the top of your screen; the held call appears below. Starting or Joining a Standard Conference Call A standard conference allows 3 or more people to participate in a single call. See the table below for details. If you want to... Start a conference call Add parties to a conference call Join a conference call Drop the last party added to a conference call End a conference call Then... During a connected call, click Confrn to add another party to the call. (You might need to click the more softkey first.) Enter the conference participant s phone number. After the call connects and you have spoken to the conference participant, click Confrn again to add this party to your call. Follow the procedure above to add each participant. Answer the call when it rings. You do not need to do anything special to join a standard conference call. Click RmLstC. Hang up. Note The feature described in this section is a standard conference calling feature available on most phone systems. You might have access to Meet-Me conference calling, as well. Your system administrator must set up Meet-Me conference calling for you. See the Starting or Joining a Meet-Me Conference Call section on page 29 for information about using this feature. Related topics Placing a Call, page 20 Forwarding Your Calls to Another Number, page 27 Advanced Call Handling, page OL

33 Using Cisco IP Communicator to Handle Calls Forwarding Your Calls to Another Number You can use Call Forward All to redirect your incoming calls from your Cisco IP Communicator to another number. Note Enter the Call Forward All target number exactly as you would need to dial it from your desk phone. For example, enter an access code such as 9 or the area code, if necessary. If you want to... Set up call forwarding on your primary line Cancel call forwarding on your primary line Verify that call forwarding is enabled on your primary line Set up or cancel call forwarding for any line Then... Click CFwdALL and enter a target phone number. Click CFwdALL. Look at the call state icon for the line. When call forwarding is enabled, an animated arrow appears over the phone icon, and a message appears in the status area indicating the number to which calls are forwarding. Log in to your User Options web pages, select your device, then choose Forward all calls... from the main menu. You can set up or cancel call forwarding from the Call Forwarding web page. (See the Accessing Your User Options Web Pages section on page 55.) Tips You can forward your calls to a traditional analog phone or to another IP phone, although your system administrator might restrict the call forwarding feature to numbers within your company. You must configure this feature per line; if a call reaches you on a line where call forwarding is not enabled, the call will ring as usual. Related topics Answering a Call, page 22 Transferring a Connected Call, page 25 Advanced Call Handling, page 28 Cisco IP Communicator User Guide 27

34 Advanced Call Handling Advanced call-handling tasks involve special (non-standard) features that your system administrator might configure for you to use on Cisco IP Communicator, depending on your call-handling needs and work environment. You will not have access to these features by default. This section contains the following topics: Storing and Retrieving Parked Calls, page 28 Redirecting a Ringing Call to Cisco IP Communicator, page 29 Starting or Joining a Meet-Me Conference Call, page 29 Understanding Shared Lines, page 30 Adding Yourself to a Shared-Line Call, page 30 Storing and Retrieving Parked Calls You can park a call when you want to store the call so that you or someone else can retrieve it from another phone in the Cisco CallManager system (for example, at a co-worker s desk or in a conference room). Call Park is a special feature that your system administrator might configure for you. If you want to... Store an active call using Call Park Retrieve a parked call Then... During a call, click Park (you might need to click the more softkey first). This prompts Cisco IP Communicator to store the call. Note the call park number displayed on the phone screen and hang up. Enter the call park number from any Cisco IP Communicator or Cisco IP Phone in your network to connect to the call. Note You have a limited amount of time to retrieve the parked call before it reverts to ringing at its original destination. See your system administrator for this time limit. Related topics Basic Call Handling, page 19 Using Hold and Resume, page 24 Transferring a Connected Call, page OL

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